Customer Retention Supervisor

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Customer Retention Supervisor (contract)

Customer Retention Supervisor (contract)
Fully Remote Remote

Contract

Description

Coin Flip is a global digital currency platform company, focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume with more than 5,500 kiosks the United States, Canada, Australia, New Zealand, South Africa and Italy. Coin Flip’s digital currency kiosks make buying and selling major cryptocurrencies accessible and safe for consumers who wish to purchase their digital currency using cash.

Coin Flip also operates Coin Flip Preferred, a personalized over-the-counter service that provides investors with custom, white glove support for their cryptocurrency transactions. In 2022, Coin Flip launched Coin Flip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. Coin Flip recently received authorization under the European Union’s Markets in Crypto-Assets Regulation (MiCA), marking an important milestone in the company’s continued expansion of regulated digital asset services across Europe.

Headquartered in Chicago, Coin Flip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service.

To learn more about Coin Flip and how to get started on your digital currency journey, visit (Use the "Apply for this Job" box below). .

We are seeking a results-driven Customer Retention Supervisor to lead our customer retention team and drive repeat transactions, customer reactivation, and revenue growth. This is a hands-on leadership role combining team management, direct outbound customer engagement, campaign execution, and process development.

The ideal candidate is a proactive, sales-oriented leader who can coach agents, personally engage customers, develop standard operating procedures (SOPs), and leverage performance data to improve customer retention, team productivity, and overall results.

• Lead, coach, and manage Customer Retention Specialists, establishing clear performance expectations and accountability for results.
• Personally conduct outbound calls to engage customers, encourage repeat transactions, reactivate inactive customers, and support retention campaigns.
• Develop, implement, and maintain SOPs, outbound calling workflows, customer engagement processes, scripts, and training materials.
• Manage daily outreach activities, agent schedules, campaign assignments, and follow-up priorities to maximize productivity.
• Drive first-to-second transaction conversion, high-value customer retention, and customer reactivation through targeted outreach initiatives.
• Develop and execute retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and customer reactivation programs.
• Monitor individual and team KPIs, including outbound calls, customers contacted, conversion rates, repeat transactions, reactivation rates, transaction volume, and revenue.
• Conduct regular call reviews, performance evaluations, and coaching sessions to improve agent effectiveness and customer engagement.
• Analyze customer activity, transaction patterns, and campaign results to identify retention opportunities and improve outreach strategies.
• Maintain accurate CRM records, agent scorecards, and daily, weekly, and monthly performance reporting.
• Handle escalated customer concerns, resolve objections, and support complex…